V2 Rubric Detail — 958c8228-74cb-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-30 21:35
Duration
91m 28s
Contact
John Silva
Issue Type
Speed/Performance
V2 Outcome
Partial Resolution
V2 Band
Developing

Agent & Case Context

Agent
Regilene Come
HappyFox Case
#GI00084218
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Fwd: UPS Delivery Notification, Tracking Number 1Z58935F0391237352
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (11 hallucinated segments, 1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy3.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.4/5

V2 Rubric Scores

Resolution3.12/5
Technical5.00/5
Communication3.75/5
Ownership5.00/5
EscalationN/A
Customer Exp4.29/5
Overall81.8% (+33.8)

V2 Grader Summary

The agent conducted thorough, logical troubleshooting and set up a valid diagnostic test to isolate the intermittent connectivity issue, but the core problem was not resolved during the call. Ownership, communication, and technical accuracy were strong, though customer effort was high due to necessary manual steps. No escalation was required at this stage.

V1 Case Analysis

Customer reports intermittent router reboot and slow speeds on MX5500 mesh system. Agent collected sysinfo, performed power cycles on nodes, changed channel to 48, advised WPA2/WPA3 mixed, and scheduled 24‑hour ping test with callback.

Troubleshooting Steps
  • Collected router diagnostics via Share Router Info.
  • Power‑cycled parent node and all child nodes, verified LED states.
  • Reviewed and confirmed channel setting (48) and security mode (WPA2/WPA3 Mixed).
  • Guided customer to run speed test and set up a 24‑hour continuous ping test.
Key Observations
  • Agent did not collect model/serial information early in the call.
  • Long periods of silence and repeated hold times reduced efficiency.
  • Minor inaccuracies: typo in email domain (lynksys.com) and unclear handling of changed LAN IP address.
  • No warranty status or eligibility discussion was performed.
Positive Highlights
  • Successfully obtained router diagnostics logs from the customer.
  • Guided the customer through a complete power‑cycle of the mesh system and verified LED status.
  • Recommended the most secure Wi‑Fi security mode (WPA2/WPA3 Mixed).
  • Set a clear next‑step (24‑hour ping test) and scheduled a specific callback time.
  • Maintained a polite tone and thanked the customer throughout the interaction.
Agent Errors / Gaps
  • Failed to ask for or confirm the product model number at the start of the call.
  • Did not verify firmware version or warranty status before proceeding.
  • Provided an incorrect email address (lynksys.com) for diagnostics.
  • Did not address the customer's change of the router LAN IP address (192.168.5.1).
  • Repeatedly requested information that had already been given, causing unnecessary loops.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
The core issue (red LED/rebooting) remained unresolved; the agent scheduled a ping test and callback without fixing the problem.
R2 Met Diagnostic thoroughness conf 95%
Agent performed systematic troubleshooting: verified topology, collected sysinfo logs, power-cycled nodes, confirmed LED states, ran speed tests, and designed a targeted ping test — all logically sequenced and evidence-based.
R3 Met Correct resolution path conf 95%
Agent pursued best-effort troubleshooting appropriate for an out-of-warranty device, including advanced diagnostics and a 24-hour test plan, without dismissing the case or prematurely suggesting replacement.
Technical Accuracy
T1 Met Technically accurate info conf 95%
Agent identified key symptoms (intermittent red LED on parent node, buffering, child nodes dropping), asked for model/serial, confirmed network topology, checked modem status, and used diagnostic data to narrow scope — demonstrating a logical diagnostic process.
T2 Met Appropriate tools / resources used conf 90%
Agent appropriately used 'Share router info' to obtain topology and system logs, interpreted them correctly, and escalated to a continuous ping test — a valid tool for detecting intermittent WAN issues when direct remote access isn't possible.
T3 Met No misinformation conf 95%
All technical guidance was accurate: correct interpretation of modem LED (steady blue = good), proper boot sequence for mesh nodes, valid use of WPA2/WPA3 mixed mode, and correct ping test methodology — consistent with KB documentation.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent maintained general control and set expectations, but had multiple long silences, unclear transitions (e.g., sudden shift to ping test), and repeated filler phrases ('uh', 'okay') that disrupted flow.
C2 Met Confirmed understanding conf 90%
Agent adapted language to customer’s technical level, confirmed understanding (e.g., checking if customer had Ethernet adapter), used relatable examples, and adjusted instructions based on customer feedback (e.g., USB-C adapter limitation).
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case end-to-end: did not transfer, referenced prior history, committed to follow-up via callback, and took responsibility for sending instructions.
O2 Met Proactive follow-through conf 95%
Agent established clear next steps: run continuous ping test overnight, capture screenshots, and scheduled a specific callback time (9:00 AM EST), ensuring continuity.
O3 Met Closure confirmation conf 90%
Agent referenced the previous support interaction ('conversation with my colleague a month ago') and built upon existing troubleshooting, avoiding repetition of already-attempted steps.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 95%
No escalation occurred, and none was warranted yet — the agent was still conducting appropriate L1 diagnostics and had not reached a hardware fault or support boundary requiring escalation.
E2 Not Applicable Escalation prep & handoff conf 95%
No escalation was performed; therefore, execution of escalation details is not applicable.
Customer Experience
X1 Met Customer effort minimised conf 95%
Agent repeatedly thanked customer for patience, remained courteous despite technical complexity, acknowledged effort ('thank you for patiently waiting'), and stayed solution-focused under pressure.
X2 Met Tone & rapport conf 90%
Agent matched customer’s pace, adjusted for laptop limitations (no Ethernet port), offered flexible timing, and checked comprehension during complex steps like command prompt usage.
X3 Partially Met Overall experience conf 85%
Customer was asked to perform multiple manual steps (power-cycles, log sharing, ping setup), which added effort; however, these were necessary given the intermittent nature of the issue and lack of remote control tools.
Call Transcript112 turns · 130 lines
Speaker 1
Hi, good afternoon. I'm sorry, what was your name? Ellie. I don't want to destroy your name. Um, this is John Silva.
00:00
Speaker 2
Welcome to linksys support. To ensure quality service, your call may be monitored. For in warranty products, our support team is available to help with performance and hardware issues. Register your product by visiting register.linksys.com. Please have your device serial number ready. For assistance, press one now. For out of warranty products, paid support may be available depending on your... Please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out of warranty product, paid support option may be available depending on the issue. Hi, thank you for calling linksys. This is technical support. My name is Elie. How can I help you? It's Elie, sir. Yeah.
00:00
Speaker 1
Um, I'm, I'm going to need a little help with my router. Two Linksys develop router. Uh, what information can I give you so, what information can I give you so that you can, um, bring up my account? Okay, try. try Air Code nine 9 2 24 9 5 2 1. John, Silva, nyc, at gmail. [silence].
01:00
Speaker 2
And what is your? I'm sorry. Uh... Let me just use your phone number. Can I please have or can you confirm your phone number? Uh-huh. Okay. I was not able to pull up any record under that phone number, sir. How about giving me your email address instead? Okay, perfect. Uh let me just go ahead and double-check it first.
01:00
Speaker 1
Mm-hmm. Not exactly slow speed. Let me give you a little background. Uh, the router that I have, uh, The spectrum is my internet service provider. Ever so often,
02:00
Speaker 2
you. Okay, I have it here. So this is a conversation that you had with my colleague like a month ago. And uh, this was actually about a child node that got uh disc a one node connected but all eight payments but this is actually about a call of a slow speed internet connection. Yeah. Uh-huh. Uh-huh.
02:00
Speaker 1
Um, the router either starts buffering or the mother node looks like reboots itself. Because I looked at the router, the main router, and the connection light on top is red. That kind of tells me that it's rebooting. Um, one of your colleagues made a suggestion and we did it. For the most part, I thought it was working. It's happening again. It happened again today, about a half hour ago. Any other suggestions that I can do?
03:00
Speaker 2
okay okay um okay
03:00
Speaker 1
Yeah, but I remember with the five gig network, he had me change a setting. And I'm trying to look for it and I can't find it. Yeah. It was, he had me change, I had it set to automatic and he had me change it to, I think it was to 85? [silence]
04:00
Speaker 2
Before I give you so many suggestions, I, I, let me just go ahead and double check first regarding with what to have you've done so far with my colleague during our conversation. Okay. Hm. Yeah. Is it about a channel that he just actually changed? Hm. Hm. Hm. Hey, yeah. Let me just go and I will check it for you. Okay. So we will just route
04:00
Speaker 1
the front. I'm sorry, say again? M&S MX 5,500 there's three of them. Parent node is the 5,500. The 5,300 is in my bedroom. I know reading. If you put too many notes, that can complicate things and cause interference from what I've read and some other stuff.
05:00
Speaker 2
Sure. Ask him. So the firmware of your MX ... Which of these ones are the parents? Which one of these routers is the parent? Is it the MX5,500 or the MX5,300? Right. Uh huh. Okay. Okay. Okay. [silence]
05:00
Speaker 1
it's either it's like four bedrooms three baths laundry room kitchen formal dining room probably rough estimate 3 000 square feet [silence] one [silence] yeah
06:00
Speaker 2
yes, yes. it can really make some, like, you know, the internet connection might actually congest because of that one, but considering that situation, sir, like, how big, if you can estimate, like, how big is your house or, if you can provide some estimation [silence] okay. and how many floor is this house? only one floor. so,
06:00
Speaker 1
on one floor. And not in a random Error, it always happens to the mother node. all the other nodes are fine. It's just the one that's connected to the internet. Yeah. I've I when it starts buffering heavy. I go to where the internet modem is, I see on top of the mother node, the indication light is.
07:00
Speaker 2
You okay? And now, by the way, sir, when you experience the issue, um, is it only happening in the uh specific location of your house or is it really happening? Uh, in a random area. uh, yeah, of course. So the what? Uh, So it automatically reboots itself. Mhm. Okay.
07:00
Speaker 1
Is it red? No, no, no indication. In fact, the power light is on and so is the connection light. I've called Spectrum and they're looked into the modem. It's like, oh, the modem is fine. Everything is looked at the way it should. Yes. Um, it depends. Sometimes it's a solid red, sometimes it's a blinking red. But it [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence]
08:00
Speaker 2
uh-huh. Okay. And when this actually happens or do you also notice the LED light or the LED indicator of your modem? Is there like any changes of its lights? As well, like all of them... I'm sorry. Uh-huh. So the light that actually you can see from the appearance when when the problem actually happens, like is it blinking red or a solid red?
08:00
Speaker 1
It's a slow blink. Model, I don't know. Hold on. Stay with me a minute or two.
09:00
Speaker 2
okay. Okay. By the way, sir, can you see a model number of your modem? Or maybe its brand name perhaps? Yes, sure. Absolutely.
09:00
Speaker 1
I'm sorry, [silence][cough] I can see the power light in the front, [silence] and the connection light, both are blue right now. There's a connection light where I have the ethernet cable plugged in and it's blinking. Yeah, we're back. [silence][clears throat][silence] Nothing else, huh? [silence][unintelligible][silence][clear throat][silence] Um it's, uh, it takes kind of a while. Do you see a blue light in the front?
11:00
Speaker 2
okay, the only word that you can see is the word spectrum nothing. okay but can you see any LED light coming from that block for coming from that black box? okay. okay yeah that's at the back correct, or in the on top of it. okay okay let me just double check if I can pull up some information regarding what that.
11:00
Speaker 1
Mm-hmm. Mm-hmm. Yeah. Yeah, no. The number of times I've checked the internet modem, it's solid blue. Sure. Mm-hmm.
12:00
Speaker 2
uh okay okay so yeah if you have a steady blue light from that modem um it's actually like uh working now if you actually happen to notice that it will start blinking blue that actually indicates that the modem got disconnected or it's trying to find a signal so let me okay that's a good thing okay uh sir John can I put the call on hold for like about three to five minutes? okay guys I'll be checking my resources here so that I can provide some recommendations about this modem clipped word] okay so yeah if you have a steady blue light from that modem um it's actually like uh working now if you actually happen to notice that it will start blending blue that actually indicates that the modem got a situation of course that you're encountering right now okay kindly stay on the line thank you so much Uh, hello, sir John. Yeah, thank you so much, by the way, for patiently waiting on the line. Um, sir John, do you have a laptop or, you know, any available laptop or an iPad that we can use?
12:00
Speaker 1
I'm on a laptop. Yes. And I also clicked on the lower right hand side CA. I clicked on that. Yeah, let, let me open up my email, cuz sounds like I'm gonna be emailing you something. There.
18:00
Speaker 2
[silence] Ah give me one moment so that I can walk you through. Okay. Okay. Um sir, please go to troubleshooting for me, please. [silence] Okay. Um after troubleshooting, go to the second tab that says Diagnostics. [silence] And then click on share router info with linksys. Uh-huh. [silence] So, it will ask for an email. There is an there is a box there where you can uh input and stuff.
19:00
Speaker 1
Hold on a second. Oh, router. Oh you big. Rotter. Yeah. [silence]
20:00
Speaker 2
please use this email. yeah route info at lynksys.com
20:00
Speaker 1
Well, I just click. on the button, and it says waiting. Yeah now I got the message, diagnostic information has been sent. Yeah.
21:00
Speaker 2
Linksys.com and then I just let me know once you have already sent it okay. Well, you just tap or click on send my info correct? What? Okay, that's perfect. I give me one moment. Let me just go ahead and pull it up for you, okay? Okay. That information will be sent to our system. Okay, give me one moment. Hi. Hi. Hi. Hi. um breakfast any pickup-ficka? I'm sorry? What is it? Mm-hmm.
21:00
Speaker 1
I changed it to 192.168.5.1.<start_of_audio>Well, the default IP address Um, is 192.168.1.1. I changed the third octet from 1 to 50. To 50. Yes. 'Cause everyone knows that, that everyone knows the default IP address. I just wanted to make sure that if someone was looking into Tap
23:00
Speaker 2
Just to make sure sir, you changed the IP of your router. So you make it into static. Mmhmm. Correct. Yeah.
23:00
Speaker 1
huh i uh i uh have a neighbor who's got six elderly and they were they they need internet and and uh they depend on it because some of them can't like her grandma and it's difficult for her to like get out of house and so cause because her she's handicapped almostOkay, and then she's got another one that is unable to speak. So, she can't call and order groceries on-line and her order groceries on-line that is her only access for food, because she only does Deliveroo and she can't even call herself to order groceries.
24:00
Speaker 2
Okay, I see. Uhm, let me just double check regarding with that changes. Okay? um, sir, just give me one moment, okay? I'm actually still, uh, trying to check everything here from our system. okay, thank you so much. okay. okay, because I just really actually want to make sure that uh, i yeah, because i just actually want to make sure that uh, regarding with the changes that you made. so, uh, yeah. uh, changing the IP address from out, from 190.168.50.1. so, um, it will not going to cause any problem. it's actually okay. yeah. and then, um, I'm checking for some other
24:00
Speaker 1
huh? Yeah, the only thing he made me change, I'm looking at it now, was the channel. He made me change it from automatic to 48. Can I ask you another question? The security mode. I have it set to WPA 2 Personal, both. It was the default.
27:00
Speaker 2
Troubleshooting steps that we could actually perform, aside from the ones that I have already done, doing with my previous colleagues. Since I did actually took the opportunity here, like I know to double check everything, only the channel, more security of your Wi-Fi connection. you must use or choose the WPA two slash WPA three personal mixed yeah, because that's actually [ silence ] is that the only option? [ silence ] yes, you can use that security mode option because [ silence ] that is the most secure security mode of every Wi-Fi connection and any devices that can only connect to the WPA two security mode can still connect to your internet without any problem
27:00
Speaker 1
Ranch, do you want me to send it again? It's hard to get to, is there a way that I could do it from the web site? Okay, hold on one second, because I'm still waiting,
29:00
Speaker 2
Okay. And I'm actually still waiting for the device info or for the information that you actually sent to me earlier. And up until now, I was not able to pull up that information. Just give me one moment. Uh, let me try pulling that up. Sir, can you give me the serial number of that new parent node? I have it. Yeah. Give me one second. Yeah, just go to device list, sir. [silence]
29:00
Speaker 1
For the changes to be saved. Uh, okay device list. I'm still waiting. Get in. Hang on. Get in there. [silence]
30:00
Speaker 2
to be applied. Uh, yeah, okay. Bye, ma. Mm-hmm. [silence] Uh-huh. [silence] [silence] [silence] [silence] [silence] [silence] [silence]
30:00
Speaker 1
[silence] [silence] You just need the serial number from the parent node. Okay, then let me go over and take a snapshot of it. This is something you want there, but I don't think you're gonna be able to screenshot it. Hey, Jeff, I got this and open it.
31:00
Speaker 2
yeah just the serial number of the parent node [silence]
31:00
Speaker 1
all right, well, eight hours in the house but I should be home, I would say you should be home before seven o'clock. Yeah. So I thought eight years been like did you eat anything today? Yeah. okay. I understand. Okay. This serial number is really, really long. Let me know if you're ready for it. No, I took a picture of it and then enlarged it. No, I
33:00
Speaker 2
[silence] um is it too small uh is it like uh is it like too small to read uh Sir John um how about oh okay that's a good idea but is it like blurry [silence]
33:00
Speaker 1
Was having trouble seeing it, but um I took a snapshot, so it's not blurry. Do you want the serial number? It is four, three, A, King, one, zero, M, Mary, two, eight, D, Charlie, zero, three, five, two, eight. Mm-hmm. Yep. Yep.
34:00
Speaker 2
okay yes please okay uh let me just go ahead and read it back to you sir that is 4 3k for kilo 10 10m for merry 28 C for Charlie 0 3 5 2 8 Okay, perfect. Thank you so much for confirming. Give me one moment. Mhm. Mhm. Thank you. [silence]
34:00
Speaker 1
Yeah, I'm there. I'm there. Yeah, got it. Okay. Yeah, oh, wait, one, one, one. Hold on. Hold on. Hold on.
36:00
Speaker 2
Okay, thank you so much, sir. so, sir, can we go back to the web browser interface please of your mx-5500? Okay, and then can we go back to troubleshooting? Okay, and then uh tap on diagnostics. Okay, and please tap again the share router info with LynxSys and let's change the email address, sir, because I really did not receive it. so, uh please type in this um email address. that is customercare at linksys.com support.
36:00
Speaker 1
All right, customer, [ silence ] Yeah. [ silence ] Sending now. [ silence ] Yeah, no, I just did. [ silence ] I have a tiny window that says waiting with a with a blue dot swirling. [ silence ] Okay. Diagnostic information. Has been sent. Did you receive it?
37:00
Speaker 2
okay, already okay, okay, perfect. Thank you so much, sir. Uh, let me um, so we can check the uh, you know, the topology or the set up like uh, here it is. Yeah, I received it already, sir. Thank you so much, by the way. [silence]
38:00
Speaker 1
Oh, the top node is blinking red. Let me check the other ones. Oh, [silence] What about this one? The top left here? This one is red. Totally not what you said, guys. You said it was not. Blinker is fine.
41:00
Speaker 2
[silence] Sir John, Can you please check the LED light of your child node, sir? I mean, the other links, this router? Yes, the other child nodes. Can you check its LED light, please? [silence] How many of, yes, kindly check the other ones, sir [silence]
41:00
Speaker 1
Okay, I rebooted the two child nodes where the indication light was red. Yep. Well, okay, but I have a child node in the bedroom where I sleep. The indicator light was a solid blue, the 5300. [silence]
43:00
Speaker 2
Yeah, so just leave it like that for a few minutes cuz they are still booting up, sir. Um, let me know if there is some changes on its LED after the boot up process is complete, okay? Okay. Thank you so much. Because I did check it here and as for checking the three child node signals or Wi-Fi signals are down as of the moment. Only the parent node has the Wi-Fi connection. So that's why all of the clients are all the devices that you have are connected directly to the parent or to the master note. [silence]
43:00
Speaker 1
[silence] But let me reboot that one, too. Okay. Instead of turning it off, can I just pull out the power cord? Okay.
44:00
Speaker 2
Uh, the one in the bedroom, let me check it. I, uh, the connection of that, uh, router is actually also down, sir. Yeah. uh... um here's what uh... how about with this one sir? let's do this okay. uh... turn off all of your child nodes sir. like all of them. like all three of your child nodes, turn them off. yeah just easily pull out the power cord.
44:00
Speaker 1
I already have a insulin pump my one week
45:00
Speaker 2
Sir, John after you turn off all of them. Just leave it off for the moment, okay? Do not turn them on yet. I'll just give you the go. Mhm. Now let's go back to the... Okay, that's perfect. Thank you so much. Now, can I
45:00
Speaker 1
Okay, what else when doing the peritone? Okay, hold on. I'm going to do that. [silence]
46:00
Speaker 2
nm yeah we go back to the parent node, sir. I want you to turn it off as well and give it at least for like about uh 15 to 20 seconds before you turn it back on, okay? Uh-huh. Yeah. Okay, thank you so much.
46:00
Speaker 1
I've pulled it off for 20 seconds and I just plugged it in. [silence]
48:00
Speaker 2
Okay, because it should be showing a solid blue light right now. the parent node. Yes, please uh please check it.
49:00
Speaker 1
Now the indicator light is red. Flood red. But it's weird because I'm logged on to a LinkSys website and where it says network status, this device has a green checkmark. Router has a green checksum. It's working because my sister is on the TV right now.
50:00
Speaker 2
Reward or blinking red? Blinking red. Um, okay, and the other, the other three child nodes are off as of the moment, right? The only route
50:00
Speaker 1
[silence] Let me go look again. Hold on. Now it's a solid blue. [silence] [silence] Okay. There's a child node in the computer room where I'm sitting. Do I keep the other two off? Okay.
51:00
Speaker 2
Okay. If that is the nearest child node then, uh, please go ahead and turn it on. Sir. Yes, because we are going to turn them on like one at a time. [silence] And then let's wait for this first child node to have a solid blue LED light, okay? [silence] Okay, uh Let's wait at least a minute first before we proceed to the second child comment. It's still solid blue, right? The first child note that you just turned on. L DD light did not change. Okay. So, yeah, you can now go ahead and turn on the second child note.
52:00
Speaker 1
Okay, I just plugged it in. [silence] [silence] [silence] Still blinking blue? [silence]
55:00
Speaker 2
Okay. Let's wait for that reboot process. And then, once we have the solid blue LED light, then we can proceed to the last one. Okay. Because what we are actually doing right now, sir, is the proper boot sequence.
55:00
Speaker 1
Yeah. Yeah. Mhm. Mhm. Okay. Yeah. Yeah, it's still blinking, but the light turned red. Yeah. Now it's all the blue
56:00
Speaker 2
Where we have to turn off everything and then turn at them? I mean turning them on like a one by one. So that each of the child node will have no problem communicating with each other. And yeah. And then after this one, uh, I'll need to ask for another sis info logs from you. You know, from the, uh, web user interface of your, uh, links these out there. So, the second child notes are is is still blinking or it's already solid blue? Okay. It's actually a normal LED behavior. Um, just wait for let's just wait for it because it's still in a boot up process. Okay. Now we can now go ahead then and proceed to the last child node.
56:00
Speaker 1
20% off. your true blue trust. plus earn reload open points and rock a style for more svg snaps. sign in now and unlock it all. it's internet, Wi-Fi and mobile working together. That means it's mobile that runs on the fastest I need networks. it's never having to think about a network yet. And extract your Wi-Fi on your phone. it's a vice agreement. for sure. Okay, I just plugged it in and it's blinking blue.
57:00
Speaker 2
Okay. Okay. Let's wait for this last and the final child node to have a solid blue LED light. Let us just wait for it. Okay. Can we go back to your laptop, sir? So that you can send another sysinfo log to us. Thank you so much.
57:00
Speaker 1
[silence] Customer support at linksys.com. okay, I'm sending now.
59:00
Speaker 2
Ah yes sir customer support at linksys.com [silence] Okay, thank you so much. Okay, thank you so much. Let me just also check it here. Okay, receive it. Okay. Now, let's see if there is some changes with this one. Okay, sir, while I am checking this info log that you actually provided to me, can you open a new tab, please? And then uh run a speed test, please. You can just use, um, speedtest.net. Okay, thank you so much. [silence]
59:00
Speaker 1
Okay. Yeah. Keep in mind that the laptop that I'm using is not a new laptop. It's about five years old. Um the download speed is 339.2.
62:00
Speaker 2
all-matching internet speeds are you getting? Sir, can you tell me the download? It's okay.
62:00
Speaker 1
No, not 339.21 38.72. You mean what I'm paying for? From? It's supposed to be, it's supposed to be gigs. Yeah, one, but my laptop is at least five years old, if not a slight bit older.
63:00
Speaker 2
three three nine point five oh two one. And the upload sir? And your exact um... subscription sir is? Yes, the the amount that you're you're paying for, for the internet. Like one gigabyte or two gigabyte? I... yes, sir. And is it running a Windows 10 or a Windows 11? okay I have windows 11. OK, let me just go ahead and look for this info log that you provided. Give me one moment. Let me just capture this. Looks like the other child node is still not recognizing the parent. Can you send another one, sir, please?
63:00
Speaker 1
Now you have me go to speedtest.net, right? Yeah. Huh. This is weird, because the download speed went down. Now it's 265 point 02. [ silence ] Yep. I'm sending now.
66:00
Speaker 2
ah yes sir so uh... we need to check this one so that uh... like you know we can absolutely figure out on what is really happening with your internet connection okay I uh... just please bear with me for this once sir okay perfect thank you so much
66:00
Speaker 1
okay, it says, diagnostic information sex. I just checked the three child nodes and the indicator lights, blue.
67:00
Speaker 2
Okay, perfect. Thank you so much. Yes, sir. But uh yeah, there is actually a- what I'm actually wondering about also. So that is exactly what I want to ask you.
67:00
Speaker 1
Okay. Yeah. Okay.
68:00
Speaker 2
Hi uh Okay. um, hello sir John. [silence] Yeah, uh, thank you so much, by the way, for patiently waiting. So I did check, uh, the, uh, reports that, uh, you sent to us. Uh, that's for checking here, uh, the the communication of each router, like, you know, from the parent to another child node and another child node. There is, uh, you know, really no problem at all. So, for us to isolate more the issue, uh, you know, especially with the dropping and regarding as well with your slow internet speeds, sir. Uh, here's what we are going to do. This thing might can actually be a little bit of a [silence] hassle on your
68:00
Speaker 1
Okay. Do you want me to do that now?
76:00
Speaker 2
Our side. Because this process actually requires, for about 24 hours for you to run a ping. Because um, this process actually so I actually want you to run up ping and but the first thing that you need to do is um connect a cable or or run a cable from your modem directly to your laptop. Or maybe directly to a desktop that you have and then run a ping test. If possible, yes, sir. So that you can run it for at least 24 hours, sir. So that we can identify or we can isolate the issue. And then um, how would you like list to
76:00
Speaker 1
Okay, hold on. I first have to, alright I'm going to move my laptop. I need a power source. Hold on. [silence]
77:00
Speaker 2
how to do so like would you like me to call you back tomorrow or would you or would you rather to call us back so that we can check the ping that you run please take a screenshot so okay yes
77:00
Speaker 1
No, it's fantastic. There's a problem, I'm running a Lenovo X1 Carbon, Gen 6. It does not have an Ethernet port.
78:00
Speaker 2
they give me what I want. What what do you want? What do you want me to do? I got to understand everything. uh... what is it sir/ Okay. The laptop.
78:00
Speaker 1
an adapter no well hold on let me see if this will work because i have a hold on hold on hold on
79:00
Speaker 2
Do you have a desktop sir that maybe we could use for this? Uh for this troubleshooting. I know a desktop computer. Uh-huh-for this process actually sir we really can
79:00
Speaker 1
Okay. I have a splitter that has multiple USB ports, an SD card reader, and also has an Ethernet port in it. I have to turn off.
80:00
Speaker 2
Okay. Okay, so
80:00
Speaker 1
Okay, I just turned off Wi-Fi, okay, I just turned off Wi-Fi. Just, Do you need me to open up a command prompt? Okay, I just did. You have. Okay. Just did.
81:00
Speaker 2
uh yes sir please open a command prompt and then uh please type in ip config okay and then uh once it's already up look for the IPv4 address.
82:00
Speaker 1
192.168.50.1. I'm trying to connect this to the parent? No, it's connected to one of the child nodes.
83:00
Speaker 2
uh where did you connect the cable sir did you connect it from the parent directly to your laptop or did you connect the cable from the modem directly to your laptop um I no to the modem directly oh okay um we um it's not actually I'm sorry
83:00
Speaker 1
if I'm gonna connect this to the internet modem? Okay, um, I got two systems here that are watching TV. I would have to do that tonight. You want? Hold on, let me write this down.
84:00
Speaker 2
Modem. Yes, the spectrum modem. Ah, yes sir. Please run it tonight, wh- while like you know, like everyone is actually sleeping. And then... PING the IP address that you were getting from the modem. Okay? Look, once you open the for the keep running
84:00
Speaker 1
Okay, so I got run IP config slash all and then ping the V4 IP address.
85:00
Speaker 2
Mhm, so, look, look for, yes, look for IPv4 address, and then run, and then run a ping test, using the IPv4 address that you can see while the laptop is connected to it.
85:00
Speaker 1
OK, you said run you said run the ping test every hour continuously. Oh, wow. OK. [ silence ] Continue testing with smart list and inter
86:00
Speaker 2
Connected to the modem okay and then run that ping test at least um up until morning and then capture a screenshot about the ping test that you run and see if there is a timeout request that will show up okay [silence] so I'll be sending you some troubleshooting steps on um what are the things that you need to do, especially on what are the things that you need to gather okay so that you'll be guided uh no, for the whole night run the ping test for the whole night. Yes, continuously, sir up until morning. Yes, so uh
86:00
Speaker 1
Okay. Mm-hmm. That's going to be a little bit difficult. Is there a way that I can run it continuously automatically? I know, but it'll run, it'll run for like 15, 20 seconds and then stop. I'm talking about once I start the IP config, it keeps going and going and going and going until the morning.
87:00
Speaker 2
You know, this is just actually for us to, like, you know, to much more isolate the issue and for us to determine, like, which is really causing the issue. Like, is it the router or the modem itself? Because we did check the router side, everything is just fine. This time we need to check the modems side. Just to make sure that, like, you know, we have the, like, you know, both the result of the test. It will run automatically, sir, right after you hit enter. It will run. I'm sorry. Yes. It will not stop, sir, for up until morning. One second. [silence] Eyes...
87:00
Speaker 1
okay sure um 9:00 AM my time, Eastern Standard Time um
89:00
Speaker 2
okay, so um i'll be sending you sir, uh some troubleshooting instruction on how you can run the ping continuously without it stopping, okay? so that you can go ahead and an and like, you know, maybe take a picture of it. and then uh by tomorrow, would it be okay if i will be the one who call you back? or would it or okay. uh when will be the best time to call you back tomorrow, sir?
89:00
Speaker 1
Oh, Where are you located? There's a 12 hour time difference, so 9:00 AM my time is 9:00 PM your time. Okay. Okay.
90:00
Speaker 2
So, I I can absolutely call you back in that time, because that's actually, also the time when I will be starting my shift. So, yes, I can absolutely call you. Philippines? Yes, sir. I'll be starting my shift by that time. So, I'll be calling you back right away. Okay. So, um, just please uh follow the steps on the troubleshooting instructions that I'll be sending um right after this call and then continuously run the ping test sir up until morning, so that uh we can have the results that we actually need.
90:00
Speaker 1
Okay. Correct. You do. Thank you. Thank you. Bye. Thank you.
91:00
Speaker 2
Okay. You needed for this one, okay? Okay. Thank you so much, sir. And just to make sure your email address is Johnsilvanyc@gmail, okay. Okay. Thank you so much, sir. Have a wonderful evening. Thank you. Bye bye for now.
91:00